Customer Service Technician

This role will provide professional, effective and efficient technical support for all Viessmann products in the Warwick, RI area.

• Provide customer service and technical support for Viessmann commercial and residential boilers, burners, controls, components, indirect fired water heaters, air‑handling units, and heat pumps.
• Document all customer interactions and technical support in Salesforce Service Cloud CRM.
• Respond to calls, emails, and field questions in technical chat rooms through the call center.
• Guide and assist contractors with knowledge‑based troubleshooting, advising and resolving field issues.
• Assist in repair protocol and procedures, including accurate service records and reports.
• Communicate with Product Engineering to report product service issues.
• Participate in telephone and field support outside of normal business hours, including weekends and holidays, when required.
• Develop and deliver seminars, webinars, hands‑on product training, short technical videos, and workshops for internal and external customers.
• Perform additional tasks and functions as needed.

• High school diploma or GED.
• Minimum of 2 years of experience with hydronic heating, refrigeration, HVAC systems, or mechanical systems industry.

• Graduate of a technical college or university with a focus on mechanical or electrical engineering technology.
• Experience with HVAC systems analysis.
• Strong written and verbal communication skills and the ability to work and promote teamwork.
• Competent computer skills and strong working knowledge of Microsoft PowerPoint, Office applications and/or Google applications.
• Analytical thinking and diagnostic focused problem‑solving skills.
• Excellent customer service skills, with the ability to communicate effectively with customers and team members in a professional manner.
• Able to work independently, personable, and enjoys interacting with people.
• Ability to read and comprehend piping and wiring diagrams.
• Experience working with multimeters, manometers, combustion analyzers and other common technical tools.

The annual salary for this position is between $35,500.00 and $71,500.00.

This position may be entitled to short‑term cash incentives, subject to plan requirements.

• Health Care Benefits:
  Medical, Dental, Vision;
  Wellness incentives
• Retirement Benefits
• Time off and Leave:
  Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation
• Disability:
  Short‑term and long‑term disability
• Life Insurance and Accidental Death and Dismemberment
• Tax‑Advantaged Accounts:
  Health Savings Account;
  Health Care Spending Account;
  Dependent Care Spending Account
• Tuition Assistance

Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a disability and protected veterans in compliance with section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at C